Aeroplan Customer Service Issues

I accidentally got locked out of my account on the Air Canada website due to multiple incorrect password attempts. The message says, "Your Aeroplan account access has been temporarily revoked due to too many invalid login attempts. Please wait hours and retry, or contact Aeroplan." Now, I find myself unable to access both the Aeroplan and Air Canada websites. Last night, I contacted customer service and was on hold for an hour. They mentioned they didn't see any lockout on their end. When I was transferred to tech support, I received a pre-recorded message stating that the office was closed due to an emergency.

I need the ticket numbers and PNR numbers for my Aeroplan reward booking with reference number KNH8AR. The trip begins on June 24 in business class from IAD to JNR with airlines Brussels, South African, and United. I have already paid US$95 for both tickets twice when I talked to Aeroplan to make the original booking and one subsequent change. I have not received any confirmation email with the above information, and I need to book seats.

During our trip connecting through LAX to Panama with Copa Airlines, we encountered issues as Copa claimed no record of our confirmed reservations despite us showing proof. We had to trek back and forth to the Air Canada desk for assistance. Thankfully, an Air Canada supervisor intervened to help. Copa only offered to put us on a flight the following day while our bags made it to Panama without us. The bags were left unattended until we arrived. Air Canada arranged a hotel stay for us, but we had to cover around $70 for food and taxi expenses.

My name is Bruce Rolin, Aeroplan member number [redacted] [redacted] [redacted], referencing MU3RSI. I recently returned to Australia from Canada after a trip that involved 5 Air Canada flights, including Sydney - Vancouver return. Despite waiting for 8 days after my most recent flights, my miles from my first flights on May 30, [redacted], were not in my account. When I tried to request my missing miles through the Aeroplan website, I was informed that my request was denied because the fare I booked is not eligible for Aeroplan Miles. I flew extensively with Air Canada and booked through my local agent. I would appreciate clarification on this matter. Thank you. Regards, Bruce Rolin.

I've lost my Aeroplan card and can't remember my membership number. When I try to register again, it shows that I already have an account. The system is sending the number to an old, invalid email address I no longer have access to. When I call for help, it prompts me to enter my number or go online. I'm stuck in a loop without any way to recover or update my information. If anyone knows how to resolve this, please assist.

Hello, currently in Dublin but heading to the countryside soon. You can reach me via email at [redacted]. My booking reference is KRYM3Z. Our flight from Vancouver to Toronto was smooth, but upon arriving in Toronto for our flight to Dublin, AC0842 was canceled. We were provided accommodation at The Crown Plaza hotel, but the experience was disappointing. The long wait at reception without basic amenities like water was frustrating. A charge of $[redacted] on my husband's credit card is still pending. The early shuttle back to the airport allowed us to freshen up in the Maple Leaf Lounge. Unfortunately, the food vouchers given were not helpful due to issues at the hotel. Our flight AC [redacted] to Dublin went well, but the initial flight disruptions left us exhausted. Now, looking into our return flights with concern about an 8-hour layover in Toronto. Seeking assistance to possibly change to an earlier flight to Vancouver. Also inquiring about lounge options in Dublin. Would appreciate a prompt response regarding these matters. Thank you for your assistance.

Booking Reference: QXAUFE I mistakenly booked my return flight for October 22, [redacted], instead of September 22, [redacted]. I only noticed this error after printing my itinerary. Upon contacting Aeroplan, I spoke with Juan, Employee # [redacted]. Initially, he mentioned a change fee, but after recognizing the obvious mistake, he kindly waived the fee. However, I was asked to pay $0.52 for increased taxes and informed about a $27.00 rebate. Juan was patient and helpful, for which I am grateful. I have been a loyal customer with Aeroplan for 34 years, having been with Air Canada (Trans Canada Airlines) even longer. Instances like this reinforce my loyalty to the company. Thank you, Alan

Hello, I'm Kasturee Ghosh. My Aeroplan number is [redacted]76. Yesterday, I accessed my Aeroplan account to claim missing miles for a flight from London (UK) to Toronto with Air Canada. I received a confirmation email from Aeroplan. Yesterday evening, I had no trouble logging in. However, this morning, I encountered difficulties accessing my account. Despite numerous attempts and even trying to reset my password, the system indicated that my profile was not found.

I am having trouble accessing my Aeroplan account with the number [redacted]96. The website is stating that the password is incorrect, but we have not made any changes to it. I tried to reset the password following the prompts on the site, but I did not receive the reset email, despite always receiving emails from Aeroplan. Earlier this year, I was informed that our points would expire if we did not accumulate new points by June 21. I made a purchase at Home Hardware on June 16, [redacted], and the checkout attendant mentioned they had internet issues processing the Aeroplan points, which they would rectify later that day. It seems like this incident may have caused the login issue, although our points are still being credited for other transactions, like the Premiere Suites stay in July [redacted] for [redacted] points. I hope this matter can be resolved soon as we value our Aeroplan membership. Thank you, Phyllis W.

I would like to inquire about the requirements and terms to join the Aeroplan rewards program. 1. Can citizens from any country join Aeroplan, or is it exclusively for Canadian citizens? 2. Is it necessary to provide a Canadian address for the member's profile, or can addresses from any country be used? 3. Is it acceptable to have a phone number from a different country in the profile, or does it have to be a Canadian number? 4. Are we allowed to link spouse accounts for mutual benefits and promotions? 5. Could you please explain the following Aeroplan membership levels: A. Aeroplan Elite B. Aeroplan Black C. Aeroplan Altitude D. Aeroplan Silver E. Aeroplan Gold F. Aeroplan Diamond I appreciate your assistance in providing clear and concise explanations for everyone to understand. Thank you and have a great day!

My spouse and I used [redacted],[redacted] points each for a trip to South America with the following itinerary: Toronto-Newark, Newark-Buenos Aires, returning from Montevideo-Panama-Toronto on October 30th to November 30th, [redacted]. Unfortunately, our flight to Newark experienced a delay, and the subsequent United flight had to return to New York due to undisclosed issues. We booked business class for the lie-flat seats on the overnight flight, but it was disappointing. The food, like my braised ribs, was tough and unpleasant. Although the Polaris lounge in Newark was great, our in-flight seats were uncomfortable. Our time in Buenos Aires was cut short due to delays. The return flights on COPA were noisy, with uncomfortable seating and a confusing gate change announcement at Montevideo airport. Despite our troubles, we couldn't pre-book seats together. These experiences have left us questioning the value of collecting points if we can't enjoy a comfortable flight. We are considering if Aeroplan can refund our points due to the ordeal. Thank you, L. Dreossi.

I have been a loyal Aeroplan member since [redacted]. My partner and I have been saving up miles to travel to Europe for our honeymoon in [redacted]. We have enough miles for a "business" class ticket. However, we recently found out that only one leg of our journey will be in business class, and the long leg will be in economy, on a non-Air Canada flight. To fly exclusively with Air Canada in business class, we would need to collect even more miles for a "market fare" ticket. This situation is frustrating, and we hope for a positive customer service experience in addressing this issue. Since discovering this, we are considering alternative credit card options from your competitors. We hope to resolve this matter as we are looking forward to having an excellent experience with Air Canada, as you always promote.

Hello, I booked a return flight several months ago using Aeroplan points. The itinerary was from Bangkok to Los Angeles with a layover in Beijing, and a final destination in Palm Springs. Unfortunately, we encountered a discrepancy at the airport in Bangkok as our flight had already departed for Beijing when we arrived. Despite our best efforts to make alternative arrangements, we ended up having to fly to Seoul, Korea, before reaching Los Angeles. I had to pay additional fees and upgrade to business class on the flight to LA. Aeroplan claims they sent an email regarding an itinerary change, but we never received it. The lack of communication caused a significant inconvenience, especially considering the premium we paid for business class. The customer service experience with Aeroplan has been disappointing, as they have been unresponsive and unhelpful in resolving the issue. I am seeking a refund for the out-of-pocket expenses incurred as a result of the itinerary confusion. Thank you.

Hello, I am having trouble unlocking my Aeroplan account. I tried to reset my password online, but the security answer is not accepted. The email and phone number listed as alternatives are incorrect. When I called for help, they said the information I provided does not match online. Can you assist in unlocking my account and updating my information online? Thank you.

This morning, I updated my wife's profile with a new email address. When attempting to update my own profile, her Aeroplan number appeared instead of mine. Despite my efforts, it wouldn't accept my Aeroplan number. I later called Aeroplan to provide my number, but they claimed it doesn't exist. Strangely, I received an email this morning with January offers and my Air Miles using my old email, [redacted] Our updated email is [redacted] When contacting Aeroplan, my number is not recognized. My number is [redacted] [redacted] [redacted].

Hello, my name is Terrence D. I have been attempting to reach Aeroplan's customer service without success due to technical difficulties. This has caused much frustration as I have called for an entire day. After speaking with Air Canada, they informed me they were unable to assist with Aeroplan matters. Returning from Nanaimo to Saskatoon on Sunday, January 13, [redacted], I discovered my trip was booked twice through Aeroplan, resulting in two booking references: P3CDAM and NAT5RR. Taxes and fees were charged to my TD Aeroplan Visa for both bookings. Realizing this issue during my trip, I am baffled by the lack of confirmation regarding double bookings. The cumbersome booking process and nonexistent customer service have left me dissatisfied. I am seeking a refund for the double Aeroplan miles and airport taxes charged to my TD Visa. It is essential to address this matter promptly as it affects my perception of Air Canada and Aeroplan. Please assist me in resolving this issue.

Subject: Air Canada/Aeroplan Booking Concerns Hello, I am Kevin Prokopenko from Fort McMurray, AB, and my Aeroplan number is [redacted]52. I recently experienced multiple issues with an Air Canada flight booked through Aeroplan, using points and Visa for taxes. My booking number is LE33YM. The flight from Fort McMurray was delayed by 2 hours due to aircraft servicing problems. As a result, I missed my connecting flight to Cartagena in Toronto. After a reroute through Bogota, my luggage did not make it to Cartagena as promised. I had to endure a significant delay and arrived without my luggage, causing immense inconvenience. I am seeking compensation for the missed connections and baggage delay. As a TD Visa holder with travel insurance, I would appreciate if this could be taken into consideration. You can reach me at [redacted] or by a text on 1 [redacted]. Thank you for your attention to this matter. Sincerely, K.P.

I am disappointed that Bearskin Airlines is no longer part of Aeroplan. I got an Amex accumulating points mainly for emergency trips to see my mom in Toronto. The removal of Bearskin Air from Aeroplan has made traveling across Ontario a lengthy and costly process. I feel neglected as a customer from rural Ontario with limited options now. Planning a trip to see my elderly mother, I had hoped to use my accumulated points for travel. The lack of consideration for residents like me is surprising coming from a reputed partner like Aeroplan. The high cost of flights post Bearskin Airlines removal is distressing. Considering driving to Winnipeg to fly West Jet instead, even though it would be as inconvenient. Aeroplan seems disconnected from the needs of rural customers like me. This decision has led me to contemplate leaving Aeroplan altogether. Regards, Cheryl K.

On January 29, we booked a trip to Hawaii through Aeroplan with flexible dates, prioritizing Business Class due to my wife's health issues. The day before our flight, we were informed of a last-minute aircraft change to a smaller plane without Business Class. We reluctantly took the flight at the original time due to my wife's condition. During our vacation, we learned about the plane change back home after the Ethiopian crash, causing distress. When checking in for our return flight on March 18, we were unexpectedly bumped from Business Class to premium economy due to an oversold flight, despite booking months in advance. The airline staff were unhelpful, making us feel embarrassed and inconvenienced. No compensation was offered for the downgrade, leading to a disappointing experience. We felt misled and mistreated throughout the journey. Barry Tessier.

My Aeroplan account number is [redacted] [redacted] [redacted]. I agreed to receive text messages from Aeroplan in exchange for [redacted] miles, but the miles haven't appeared in my account despite receiving the messages. When I called for help, I didn't receive a resolution, just a vague promise of a response in four to six weeks if I call again. I am requesting the [redacted] miles I am owed be added to my account within 7 days, along with an additional [redacted] miles as compensation for the inconvenience. During my attempts to contact an agent via phone, the automated system disconnected me four times in an hour without any follow-up from an agent.